There are four types of access that can be granted in the Helpdesk application. The role that is assigned dictates what a user can view. The four role types are:
Helpdesk User: This role allows users to submit incidents and track them through completion.
Technician: This role is for system engineers and technicians. People assigned to this role can submit incidents, track incidents assigned to them and to their designated queue, and consult the knowledge base for solutions to previously diagnosed incidents.
Reporter: This role is for the technician’s managerial staff. It enables managers to report on the efficiency of their technical staff.
Administrator: This role allows network administrator to set up new users, new queues, and modify system configurations as needed.
NOTE:You can assign combinations of the roles above to grant the access your staff needs. For example, you can grant an administrator the Administrator role and the Reporter role so he or she can add users and track the technical staff's efficiency.